Zendesk Support Routing App
Distribute tickets equally with round robin and pull-based assignment for Zendesk
14-day free trial
$9 per agent per month
No credit card needed. Sign up with coupon code TRIALWOCC.
Right tickets, right agents
Distribute tickets with Round Robin. Stack queues in priority order. Sort tickets by SLA or any ticket field so that agents are always working on the right tickets.
Schedule-based routing
Use your Zendesk Schedules to route tickets based on agent working hours. Supervisors can set their team to “Away” if they are on leave.
Agent capacity
Set ticket limits to avoid overwhelming your team. Apply daily limits to complex issues so that agents can receive a better mix of tickets. You can also set personal limits for specific agents.
Real-time routing for WhatsApp
Route WhatsApp and messaging tickets to an available agent immediately with the real-time routing webhook.
Agent availability
Monitor agent status, queues, and capacity in real time from the Team Dashboard. Built-in agent availability reports are more useful than ever with remote teams. See how much time each agent spent in each status and when they started or finished each day. Export data via API for advanced reporting in third-party reporting tools like Looker, Tableau, or Power BI.
Playlist Button
A proper pull-based assignment option. Let your agents pull the right tickets with one click. No agent collision. No skipping. Report on usage natively in Zendesk Explore.
And more…
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Sound notifications
Choose from a dozen sounds for ticket assignment notifications.
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Advanced workflows
Additional workflows such as Same Agent Routing, Dedicated Support, and Out of Office.
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Roles and permissions
Fine-tune the experience for your team by customizing roles and permissions in the Routing app.
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Agent Status API
Create custom integrations with the Agent Status API.
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Automatic idle
Automatically set agents to “away” after a period of inactivity so they stop receiving tickets if they’re busy.
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Group routing by percentage
Route specific percentages of tickets to different groups.
“Absolutely amazing, it helps control our ticket volumes as well as distribute tickets equally to all our agents.”
— Juan Espinosa, ID.me
“LOVE Playlist! Empowering agents to request more tickets rather than assigning them manually is a gamechanger. Different agents can request tickets from different views based on different rules…”
— Paul Beirne, Head of CX at Proper Cloth